We’re having a blast with rt (cust svc isn’t), but one thing we’ve run
into is that when a ticket is opened and the emails start flying back
and forth, the “To:” line is from the rt queue (as expected). However,
if a user doesn’t have a signature in the message of his body, via email
there is no way to know who sent the mail. With 5 or 6 cc’s on a ticket,
this gets confusing.
Is there a token I could use in a correspondence template to indicate
the contents of the “To:” line in the message header?
— Gavin Adams